The information provided here includes:
- Kneeling buses
- Wheelchairs and mobility scooters
- Visual impairments
- Hearing impairments
- Disability assist dogs
- Other information you may find useful
Kneeling buses can expel air out of their suspension on one side to reduce the step height for passengers.
Simply ask the bus driver to make the bus kneel if you need it. Kneeling buses are not route specific.
The following operators have kneeling buses:
Most Metlink buses are wheelchair and mobility device accessible.
Some mobility devices are not allowed on Metlink buses due to their size and weight.
The following bus routes are operated entirely with wheelchair and mobility devices accessible buses:
| *These routes will not have wheelchair and mobility devices accessible vehicles if servicing or breakdowns require a replacement vehicle to be used.
The following criteria are important:
- Wheelchair and mobility devices size must not exceed 70 cm wide and 90 cm long
- Wheelchair and mobility devices users who are unable to board a service unaided must provide their own helper
- The combined weight of either a self-propelled or powered wheelchair and mobility devices and its user must not exceed 250 kg
Be aware drivers may not always be able to help you if they have to stay in their seats for safety reasons.
Accessibility for wheelchairs and and mobility devices on trains has improved since more Matangi trains were introduced on the network.
Every alternate carriage of each Matangi train has a low floor area. This area is designed with no step at the door, to accommodate wheelchairs and mobility devices. The door across from the designated wheelchair area is bright green.
Wheelchair and mobility device ramps and securing belts are available - ask train staff for assistance.
Wairarapa trains are fitted with wheelchair and mobility device ramps or hoists and have designated wheelchair/mobility scooter areas with securing belts. Please ask train staff to assist you.
Notes for wheelchair and mobility device transit on trains:
- Wheelchairs and mobility devices up to 80 cm wide and 130 cm long can be conveyed on most services
- Wheelchairs and mobility devices will not be accepted on Johnsonville, Hutt Valley, Melling and Kapiti services between the hours of 6.30am to 9.00am and 3.30pm to 6.30pm Monday through Friday
- Wheelchairs and mobility devices must be able to turn within a 95 cm radius.
- The collective weight of the wheelchair/mobility scooter, passenger and helper on the ramp must not exceed 300 kg
- Wheelchairs and mobility devices must be in a safe and good working condition
- Luggage and bags must not be attached to the wheelchair/mobility scooter, especially when using the ramp
- Wheelchair and mobility devices users must provide their own helper if manual lifting and heavy handling of the wheelchair/mobility scooter is required. Train staff will not operate mobility scooters
- If you use a folding wheelchair or and mobility device you must be accompanied by enough carers to allow you to travel safely, including getting onto the trains, changing trains where necessary and leaving the train at your destination. Your helper(s) must store the folded wheelchair if necessary
- Wheelchairs and mobility devices must be secured in the allocated space using the restraints with wheelchair brakes applied. In the case of powered aids, the power is to be switched off
Access to train services is affected by three considerations:
- Access from the street to station platforms.
- Access from the platform to/from the train i.e. ramp or hoist access.
- Space and availability on the train, i.e. designated space with restraints.
Some train types are more accessible to people using wheelchairs and mobility scooters than others. Our ability to provide services to people using wheelchairs and mobility devices differs depending on which line and which train type you are travelling on.
The following railway stations have steps and are not accessible by wheelchair and mobility devices:
- Awarua Street
- Takapu Road
These stations may be challenging to access without assistance due to steep ramps:
Free mobility scooter hire
Wellington City Council and TSB bank are proving a free mobility scooter at New World Metro in Wellington Railway Station to help people get around and enjoy Wellington City.
The scooter is safe and easy to use and trained staff are available to show you how to use it. Anyone over the age of 18 with limited mobility, from wheelchair users to the elderly, can use it to move around the city.
This scooter is one of several available from 12 locations around Wellington City and for more information about the other scooters follow the link here (external link) .
To book the scooter you just need to show some form of ID and you can book it for up to 4 hours - advanced bookings are recommended.
For more information on bookings please phone (04) 801 4530.
Buses replacing trains
Buses replacing trains are not always able to carry wheelchairs and mobility devices, particularly when supplied at short notice.
Planned replacements will include at least one wheelchair-accessible bus per train line.
Call the Metlink Service Centre on 0800 801 700 to find out which service is equipped to carry wheelchairs.
There is limited capability for wheelchair and mobility devices access. The crew will make every effort to ensure wheelchair users can come on board. Motorised wheelchairs in particular are very difficult as crew have to lift them on board. In most cases top deck access is available as the wheelchair can be wheeled or lifted up the gangway and this allows disembarkation from the top deck on outlying wharves.
Matangi and Wairarapa trains are fitted with a PA system and automated station information announcements. Matangi train doors will not open automatically at each station. Each door has a button that needs to be pushed in order for the door to open. These green buttons can be pressed when the signal is heard. A warning signal will sound before the doors close.
Route 91 Airport Flyer buses have audio announcements for the next bus stop.
Railway stations that have recently upgraded platforms will have tactile indicators along the platform.
Wairarapa and Matangi trains are fitted with hearing loops and have passenger information displays inside the train showing next station announcements. Hearing loops are located in the designated area for wheelchairs and mobility scooters. Matangi trains display the final destination on the front and side of the trains.
Matangi train doors will not open automatically at each station. Each door has a button that needs to be pushed in order for the door to open. These green buttons can be pressed when they are lit up.
Route 91 Airport Flyer buses have visual stop announcements on a display at the front of the bus.
Under the Dog Control Act 1996 disability assist dogs are allowed to travel on all public transport.
A disability assist dog is a dog certified by a recognised organisation as a dog trained or being trained to assist a person with a disability. Recognised organisations include:
- Hearing Dogs for Deaf People New Zealand
- Mobility Assistance Dogs Trust
- New Zealand Epilepsy Assist Dogs Trust
- Royal New Zealand Foundation of the Blind
- Top Dog Companion Trust
- Assistance Dogs New Zealand
- Perfect Partners Assistance Dogs Trust
If you are travelling with a disability assist dog you should be able to provide an identification card from one of these recognised organisations if the bus or train staff request it.
- Park and Ride car parks
- Total Mobility
- Priority seating
- Public Transport for People with Disabilities PDF - 495 KB